What IBAS does not cover

We will consider any dispute about a bet, game or any other gambling transaction which you consider to have been handled unfairly. We examine whether the transaction has been processed correctly per the relevant rules or terms, whether those rules are fair and whether a consumer is entitled to receive any payment in addition to what may have already been offered.

However, IBAS does not currently consider:

• Claims that a person has been treated irresponsibly by a gambling business. There is insufficient case law or regulatory guidance in this area, and at this stage we do not believe that ADR can make a determination about the extent to which a business owes a duty of care to its customers to the extent that they can submit a valid claim to have gambling losses returned, or to expect financial redress for what they have lost.
• Issues relating to the effectiveness of self-exclusion systems. Where self-exclusion schemes are required by a regulator, we will advise consumers to refer their complaint to the relevant body.
• Any disputes relating to the standard of customer service provided, including anything about premises or facilities used where gambling takes place, including websites, or complaints about rudeness from employees.
• Allegations of fixing, cheating or games operated in an unfair manner. IBAS will never pass judgement on whether an event or game was rigged. Wherever those allegations exist we will defer them either to a gambling regulator or to the governing authority of the relevant sport or event.
• Claims that gambling has been conducted by people who are under the lawful age. We will refer such complaints to the local gambling regulator or the police.
• Complaints about bets that were attempted and refused or never processed; or accounts that are restricted or closed thereby denying the customer the opportunity to place a bet. However, where a customer is complaining that their account has been closed and bets or transactions that have previously been accepted have later been cancelled unfairly, would fall within the IBAS remit.
• Complaints that a person should have been able to gamble because of the location from which they opened an account/gambled. Again, we will refer these to the most appropriate regulatory authority.

If you do have a complaint about being allowed to gamble more than you can afford to lose, please do think about accessing  anonymous, professional and practical advice and support from one of the organisations designed to help people struggling to control the amount of money or time they spend gambling. Contact details for some of these organisations can be found via our Related Links section.